Cellphone ****** in the store and not replaced.

Yesterday I signed a contract at MTN Sandton City. My contract was approved and I received the phone. Excited to see what it looked like and to get it up and running, I took it out of the box and asked the CSR to help me. During this time someone had managed to snatch the phone from the table where I was sat and signed the contract. The CSR ran out the store to try and catch the person who took it. He came back with no success as no one could help with the man. He later asked me to come back the next morning when the manager would be available. Prior to this I had no assistance from anyone else. The staff looked at the footage and went on their way helping their customers. I couldn't believe that no one had taken the time to see if I was ok besides other customers. This morning the manager said that he and the accounts manager was looking into this and have alerted the insurance and that we would have to wait for the outcome which would take 5 days. Why should my insurance cover this when it was in the store? The manager informed me that they were not covered for such incidents. I could not blacklist the phone because it was not activated. I suspect that whoever took it knew this.